Refund and Return Policy

Introduction: Our Commitment to Your Satisfaction

At MARKWTDesigns LLC, we stand behind every product we sell. We understand that sometimes a product may not meet your expectations, or you may change your mind, or an item may arrive damaged. We also know that beauty products are personal; what works perfectly for one person may not work for another due to differences in skin sensitivity, lash preferences, nail types, or body chemistry. That is why we have crafted a Refund and Return Policy that is fair, transparent, and designed to give you complete confidence when shopping on markwt.shop. We want you to love your purchase, but if for any reason you do not, we will work diligently to make it right.

This policy applies to all purchases made directly from our website, markwt.shop. It covers returns, refunds, exchanges, replacements, cancellations, and warranty claims. Please read this entire document carefully before initiating a return, as it explains your rights and obligations, our processes, and any exclusions or limitations. By making a purchase from MARKWTDesigns LLC, you agree to the terms outlined below. However, we always aim to be reasonable and compassionate; if you have a unique situation not covered here, please contact us, and we will try to find a fair solution.

Our Core Promise: Risk-Free Shopping

We are so confident in the quality of our eyelashes, nail products, spa supplies, and body care items that we offer a 30-day return window for most products. If you are not completely satisfied with your purchase for any reason, you may return eligible items within 30 days of the delivery date for a full refund or store credit. In addition, if your item arrives damaged, defective, or not as described, we will cover all return shipping costs and offer a full refund or replacement at no cost to you. We also offer a “hassle-free exchange” program for size or style changes on certain products. Our goal is to eliminate the fear of buying online, especially for items like lashes and nail colors where seeing them in person can be so important.

Please note that due to hygiene and safety regulations, some products are non-returnable. We will clearly identify these exceptions below. But for the vast majority of our catalog, you can shop with peace of mind.

30-Day Return Window: Eligibility and Timeframe

You have 30 calendar days from the date you receive your order to initiate a return. The “delivery date” is defined as the date when the tracking information shows “Delivered” by the carrier (USPS, FedEx, DHL, etc.). If you believe your package was marked delivered but you did not receive it, please refer to our “Lost or Stolen Packages” section in our Shipping Policy and contact us promptly, as the 30-day clock still starts from the delivery scan date.

To be eligible for a return under our standard satisfaction guarantee, the following conditions must be met:

• The item must be unused, unopened, and in its original packaging. For hygiene reasons, we cannot accept returns of used products, including lashes that have been removed from their tray, nail products that have been opened or swatched, or body care products that have been partially used. We will inspect all returned items. If we determine that the item has been used or the seal is broken, we will reject the return and send the item back to you at your expense, or dispose of it (if not returnable) with no refund.

• The item must be in resalable condition. This means no damage to the packaging, no missing parts, no odors, and no contamination.

• You must provide proof of purchase, such as your order number, the email address used to place the order, or the credit card last four digits. Returns without proof of purchase may be refused or may only receive store credit at our discretion.

• You must request a Return Merchandise Authorization (RMA) number from our customer service team before sending the item back. Returns sent without an RMA number will be subject to delays and may be refused.

To initiate a return, please email lottiedelsie1vc@hotmail.com with your order number and the reason for return. We will reply within 24 hours with an RMA number, a return shipping address, and any special instructions. Do not send your return to the address on the original shipping label unless instructed, as that may be a different facility.

Non-Returnable Items: Hygiene and Safety First

For the health and safety of all our customers, certain categories of products are final sale and cannot be returned or exchanged, even within the 30-day window. These exceptions are clearly noted on each product page, but we summarize them here for clarity:

Eyelashes:

• Any lash product that has been removed from its sterile tray or packaging. This includes strip lashes, individual lashes, clusters, and pre-made fans. Once the packaging seal is broken, we cannot guarantee that the lashes have not been contaminated.

• Lash adhesive (glue) of any kind. Adhesives are considered hazardous materials and cannot be returned due to potential chemical degradation and hygiene concerns.

• Lash applicators, tweezers, and tools that have been opened or used. Unopened tools in original sealed packaging may be returned.

Nail Products:

• Nail polishes, gel polishes, dip powders, acrylic powders, and monomers that have been opened or swatched. Even if only used once, these products cannot be restocked.

• Nail files, buffers, cuticle pushers, and other implements that have been opened or used.

• Nail tips, nails forms, and press-on nails that have been removed from their original packaging.

• UV/LED lamps (these may be returned if unused and in original box, but a restocking fee may apply).

SPA and Body Products:

• Body scrubs, lotions, creams, butters, oils, salts, and masks that have been opened or have a broken seal. For safety, we cannot accept returns of opened topical products due to contamination risk (bacteria, mold, etc.).

• Massage oils, candles, and aromatherapy products that have been used or opened.

• Towels, robes, headbands, and other fabric items that have been washed, worn, or show signs of use. Unopened, sealed fabric items may be returned.

Miscellaneous:

• Gift cards and store credit (non-refundable but transferable).

• Final sale or clearance items marked “As Is,” “Final Sale,” “No Returns,” or discounted by 50% or more. These are clearly labeled on the product page.

• Free samples or promotional gifts (these do not need to be returned, but you also cannot receive a refund for them).

If you are unsure whether an item is returnable, please contact us before purchasing. We are happy to clarify.

Damaged, Defective, or Incorrect Items: Our Apology and Immediate Resolution

We take great care in packaging your orders, but despite our best efforts, sometimes products are damaged in transit by the carrier, or a manufacturing defect slips through our quality control, or our warehouse staff accidentally picks the wrong item. If any of these situations occur, please accept our sincere apologies. We will resolve the issue as quickly as possible, at no cost to you.

Reporting Deadline: You must report damaged, defective, or incorrect items within 7 calendar days of delivery. After 7 days, we may assume that the item was acceptable, and we cannot guarantee a full resolution. However, we will still try to help on a case-by-case basis.

How to Report: Send an email to lottiedelsie1vc@hotmail.com with the subject line “DAMAGED/DEFECTIVE/INCORRECT – Order #XXXXX”. In the email, please include:

• Your order number.

• A clear description of the problem.

• Attached photos (for damage/defects) showing the issue. For damaged packaging, show the outer box and the product. For defects, show close-ups. For incorrect items, show the item you received next to the item you ordered (screenshot from website).

• Your preferred resolution: refund, replacement, or store credit (with 10% bonus).

Our Response: Within 24 hours, we will review your submission. If the issue is confirmed (and we almost always trust our customers), we will:

• Issue a full refund to your original payment method, OR

• Ship a replacement item at no additional cost (including free expedited shipping if available), OR

• Issue store credit equal to 110% of the item’s price as a thank-you for your patience.

• For damaged/defective items, we will typically not require you to return the product, unless it is a high-value item (over $100). In that case, we will send you a pre-paid return label. We ask that you return the damaged item in its original packaging so we can file a claim with the carrier or manufacturer.

• For incorrect items, we will either send you a pre-paid return label for the wrong item or tell you to keep it (if value is low) while we send the correct item.

Note on Partial Damage: If only part of your order is damaged (e.g., one out of five bottles of polish broke), we will refund or replace only the damaged portion. The rest of your order remains non-returnable unless you wish to return the undamaged items under our standard 30-day return policy (and you will pay return shipping).

Change of Mind Returns: You Pay Return Shipping, We Refund Product Price

If you simply change your mind or decide you do not like a product even though it is not damaged or defective, you may still return eligible items within 30 days. However, you will be responsible for the cost of return shipping. We recommend using a trackable shipping method, as we are not responsible for returns lost in transit.

Steps for Change of Mind Return:

1. Email us at lottiedelsie1vc@hotmail.com with your order number and the items you wish to return. Wait for an RMA number. Do not ship without an RMA number.

2. Pack the items securely in their original packaging (or similar protective packaging). Include a note with your order number and RMA number inside the box.

3. Ship the package to the address provided in our RMA email. We recommend USPS Priority Mail, UPS Ground, or FedEx Ground. Keep your shipping receipt and tracking number.

4. Once we receive the package, we will inspect the items to ensure they are unused and unopened. This inspection typically takes 3-5 business days after delivery.

5. Upon approval, we will issue a refund to your original payment method for the product price (excluding any original shipping fees you paid). We do not refund original shipping charges for change of mind returns. Refunds usually appear on your statement within 5-10 business days.

Restocking Fee: There is no restocking fee for most items. However, for large orders (over $200) or for items that require special handling (e.g., UV lamps, bulk cases), we may deduct a 10% restocking fee to cover our costs. You will be notified of this before you send the return.

Exchanges: Switching Sizes, Styles, or Colors

If you love our brand but need a different size (e.g., lash length, nail tip size) or a different color or style, we offer a simple exchange process. Exchanges are treated as a return of the original item (you pay return shipping) and a new purchase of the desired item (you pay shipping for the new item). To streamline this, we recommend the following:

1. Place a new order for the correct item on our website to ensure it does not go out of stock.

2. Simultaneously, request a return for the original item as a change of mind return. We will refund the original item once received.

3. Alternatively, you can ship the original item back to us, and we will ship the exchange item to you at no additional shipping cost (except if the exchange item is more expensive, you pay the difference). This method takes longer because we have to receive your return first.

To initiate an exchange, email us with “EXCHANGE REQUEST – Order #XXXXX” and specify what you want to exchange and what you want instead. We will guide you through the process.

Refund Processing: Timelines and Methods

Once we approve a refund (whether for return, damage, or cancellation), we process it through Stripe back to your original payment method. Below are typical timelines:

• Refunds to credit/debit cards: 5-10 business days from the date we process the refund. However, some banks take up to 14 days. If after 14 days you have not seen the credit, please contact your bank first, then contact us.

• Refunds to Apple Pay: Apple Pay transactions are tied to the underlying credit or debit card. The refund will appear on that card’s statement, usually within 5-10 business days.

• Refunds to Google Pay: Same as above.

• Store credit (gift card): Issued instantly via email as a unique code. You can use it on future purchases.

• Refunds for PayPal (not applicable currently, but for future reference): Would be 3-5 business days.

We will send you a confirmation email when we initiate the refund. That email will include a transaction ID from Stripe. If you do not see the refund after 14 days, please forward that confirmation to your bank as proof.

Cancelations: Before and After Shipping

You may cancel an order for a full refund if we have not yet processed it for shipping. Because we pride ourselves on fast fulfillment, the cancellation window is very short: typically 30 minutes to 2 hours after you place your order, depending on the time of day.

To cancel: Immediately call us at +8416812530380 during business hours, or send an email with “[URGENT] CANCEL ORDER #XXXXX” in the subject line. If we receive your cancellation request before our warehouse picks the order, we will cancel it and issue a full refund. If the order has already been picked, packed, or shipped, we cannot cancel it. In that case, you may return the order (unopened) following our change of mind return policy (you pay return shipping).

For pre-orders or backordered items, you may cancel at any time before the item ships, even if weeks have passed. Just email us.

Warranty Information: Quality Guarantee Beyond 30 Days

For certain products, we offer extended warranties beyond the 30-day return window. These include:

• UV/LED Lamps: 1-year warranty against manufacturing defects. If your lamp stops working within 1 year of purchase, we will replace it at no cost (you pay shipping to return the defective unit; we pay shipping for the replacement). Normal wear and tear, damage from drops or spills, or use of incompatible bulbs/adapters voids warranty.

• Electric Nail Files (E-files): 6-month warranty on motor and handpiece. Same terms as above.

• Lash Extension Tweezers: 30-day warranty against broken tips or misalignment. After 30 days, we may offer a discounted replacement.

To make a warranty claim, email us with “WARRANTY CLAIM – Order #XXXXX” and include photos/video of the defect. We will respond within 48 hours.

Shipping Costs for Returns: Who Pays What

This table summarizes who pays for return shipping under different scenarios:

Please do not use COD (cash on delivery) for returns. We will reject COD packages.

International Returns: Special Considerations

If you are an international customer (outside the USA), returning items is more complex due to customs, longer shipping times, and higher costs. Please note:

• We accept international returns for eligible items, but you are responsible for all return shipping costs and any customs fees or import duties on the return. We recommend using a shipping service that provides tracking and insurance.

• Refunds for international returns will be issued in USD. If currency conversion rates have changed, you may receive less (or more) than what you originally paid in your local currency. We are not responsible for exchange rate fluctuations.

• Due to the high cost of return shipping, many international customers prefer to accept store credit or a partial refund instead of physically returning the item. We are open to negotiating such solutions on a case-by-case basis. Please email us.

How to Pack a Return: Guidelines to Avoid Rejection

To ensure your return is processed smoothly, please follow these packing guidelines:

• Use the original shipping box if possible, or any sturdy cardboard box.

• Wrap the product in bubble wrap or packing paper to prevent movement.

• Seal the box securely with packing tape.

• Write the RMA number clearly on three sides of the box (top and two sides).

• Include a printed or handwritten note inside the box with your order number, RMA number, and reason for return.

• Remove or cross out any old shipping labels on the box.

• Do not tape directly onto product packaging (e.g., the lash box) because that can damage the packaging and make the item non-resalable.

If you return an item without following these guidelines, we may reject the return or deduct a processing fee.

Return Address (Authorized Only)

After you receive an RMA number, please ship your return to:

MARKWTDesigns LLC – Returns Department
1209 MOUNTAIN ROAD PL NE STE R
ALBUQUERQUE, NM 87110
UNITED STATES

Do not send returns to any other address. Returns sent to the wrong address will be delayed or lost.

Late Returns: After 30 Days

We are unable to accept returns received more than 30 days after the delivery date, except for damaged/defective items reported within 7 days. If we receive a late return, we will contact you and offer to ship the item back to you at your expense, or we will dispose of it. No refund will be issued. Exceptions may be made for extenuating circumstances (e.g., hospitalization, natural disaster). Please contact us if you have a legitimate reason for lateness.

Bulk and Wholesale Returns: Special Policy

For wholesale customers (orders over $500 or 50+ units), the return policy differs:

• Wholesale returns are accepted only for damaged/defective items or incorrect shipments. Change of mind returns are not accepted for wholesale orders.

• You must report issues within 7 days as with retail customers.

• Instead of returning damaged items, we may issue a discount or credit for future orders, especially for low-value items where return shipping would exceed the product cost.

• Wholesale refunds are processed as store credit unless otherwise agreed.

If you are a wholesale buyer, please review your purchase agreement for additional terms.

Final Sale Items: No Exceptions

As noted above, certain items are final sale. These include:

• Clearance items with discounts of 50% or more.

• Items marked “Final Sale” or “As Is” on the product page.

• Opened or used hygiene-sensitive products (lashes, adhesives, opened polishes, opened body creams).

• Gift cards.

Please do not attempt to return final sale items. They will be rejected or discarded with no refund.

Our Promise to You: Fairness and Compassion

While we have detailed many rules and exceptions, we want you to know that we are human beings who care about your happiness. If you have a problem that falls outside these policies, please reach out. We may be able to offer a partial refund, store credit, or a one-time exception. For example, if you accidentally opened a product but realized immediately it was the wrong color, we might still accept the return with a small restocking fee. We want you to become a loyal, long-term customer, and that means treating you fairly, even when the strict policy might say no.

To request an exception, email us with “EXCEPTION REQUEST – Order #XXXXX” and explain your situation. Our Customer Experience Director reviews these requests and responds within 3 business days.

Contact Information for Returns and Refunds

If you have any questions about this policy or need to initiate a return, please use the following contact details:

• Email: lottiedelsie1vc@hotmail.com (fastest response)

• Phone: +8416812530380 (for urgent returns or cancellation requests)

• Mail: 1209 MOUNTAIN ROAD PL NE STE R, ALBUQUERQUE, NM 87110 (for written correspondence, not for returns without RMA)

We look forward to resolving any issue to your satisfaction. Thank you for shopping at MARKWTDesigns LLC, where your confidence in our products is our highest priority.